CLV UK Operational Brochure - How We Do It - Campus Living ...

how we
do it
our approach

our

usiness
Campus Living Villages is
in the business of student
accommodation. It’s what we
know; it’s what we do. We call
it a business because it is, but
a business with a heart. At
the heart of our business are
our customers: our residents
and university partners and
we design around them. With
35,000 customers worldwide
our people, their skills and the
service that they provide are
important to us.
We have global experience
partnering with universities in
Australia, New Zealand, United
States and the United Kingdom.
We have been operating since
2003 (1996 in the United
States) and we own and manage
student communities, not
just rooms and buildings. We
create student villages where
our residents can live, learn
and grow. Alongside each
university, we tailor-make
our offering for studentcentred
accommodation, for
a residential life programme
and a plan to provide the most
memorable student experience.
We develop long-term,
commercial partnerships with
universities to help them to
attract and retain students,
to enhance their experience
and to provide parents with
peace of mind. We believe in
inclusive, not intrusive: our
definition of ‘commercial’ is
‘smart, efficient and innovative’
and not ‘quick-fix or aggressive’.
Strong operating models and
business systems ensure open
and honest communication
and regular reviews with our
stakeholders allow us to do
our business and to do it well.
Our plan for controlled growth
continues to take shape.

globally exp
Experience is what we
have, globally, as a student
accommodation specialist
operating across four regions:
Australia, New Zealand,
United States and the United
Kingdom and providing homes
away from home for over
35,000 residents.
> Opening our first student
village at the University
of Sydney, Australia in
2003, we demonstrated
our founding principle to
provide the best possible
student experience for
residents.
> In 2005 Campus Living
Villages expanded into
New Zealand, forming
partnerships with Massey
University and the
University of Canterbury.
> In 2006 we acquired
Century Campus
Housing Management, an
established and credible
student accommodation
provider, operating in the
US market since 1996.
> With demand for student
accommodation in the UK
growing, we entered into
our first agreement with
the University of Salford
in 2008, followed by the
University of Bedfordshire
in 2010.
And the rest is history. And
through history comes
experience, which is what
we have built on to become
the number one on-campus
provider in Australia and
New Zealand. Our dedication
to enhancing the student
experience through
partnerships with universities
has enabled a controlled yet
significant growth to a diverse
range of approximately 50
owned and managed sites
around the globe.
>>

erienced

A truly global team, Campus Living Villages’ staff from the UK,
Australia, and New Zealand flew out to help the University of
New Orleans get back on track after Hurricane Katrina caused
significant damage in 2005. In 2011 major earthquakes rocked
Christchurch; global team members flew to the University of
Canterbury to provide support and helped the student village
itself to host the emergency services during this devastating
time. Both universities were grateful to staff for their help
and support.

globally experienced
We aspire to set the global
standard in student living and
experience has taught us that
global communication is key
to an extensive understanding
of resident life. As such,
we encourage our staff to
visit other locations and
to experience life on other
campuses, meeting colleagues
and sharing information.
Each of our general managers
also attends an annual national
conference at which ideas and
initiatives are shared. They are
also encouraged to visit other
regions’ conferences so that
we remain continually at the
leading edge of international
student accommodation best
practice.
We also listen to our residents.
In the UK and globally a
resident survey is undertaken
with the results providing
an annual benchmark for us
to evaluate our service and
make any improvements. UK
operations have consistently
scored well in this survey,
perhaps the result of drawing
on previous global experience.

we know
students

We make it our business to
know students, to understand
their likes and dislikes, to
recognise what they need in
order to have the best all round
university experience.
We know that there is a
direct relationship between
satisfaction with a student’s
accommodation and
self-reported academic
performance. We know that
because we asked students*.
Our survey of students
currently in university
accommodation also outlined
six drivers of satisfaction:
> My accommodation
provides a quiet space to
study;
> I am happy with the options
I have for places to socialise
with friends;
> My choice of
accommodation has a
positive impact on my
academic performance;
> Living in my current
accommodation has
provided me with life skills;
> I have made close friends
with others living in my
current accommodation;
> My accommodation
provides a supportive study
environment.
Understanding how a
resident feels about their
accommodation helps us to
include features in our student
villages that can enhance
their living experience and we
regularly carry out resident
surveys both in the UK and
globally to remain ahead of
the field.
* Campus Living Villages Research Report: Student
quantitative research findings for the UK, January 2012

we know students
Resident surveys have helped
us to develop student villages
that provide quiet and social
study areas, to build attractive
social facilities and to offer a
residential life programme with
activities and events, skillbased
workshops and much
more. But that is not all.
As well as students’ views,
we value feedback from our
global network of customer
service staff; those people
on the ‘front line’ dealing
with residents’ requests and,
sometimes, problems.
We ensure that the planning
of any new development
involves not only architects
and approved building
contractors, estates and
capital projects teams, but
operational team members
too. Staff members can ensure
that accommodation includes
function as well as form and
any concerns or practical
considerations can be tackled
at this key stage.
A simple example of this would
be the design of multi-bed
apartments. All residents have
to pass through our reception
and communal areas to reach
their room ensuring that no
resident is isolated - no one is
left out in our student villages
– by design.

We ensure that the planning of
any new development involves
not only architects and
approved building contractors,
estates and capital projects
teams, but operational team
members too.

it’s not
just the
grass
that’s
greener
The build of University of
New South Wales Student
Village, one of Australia’s
largest single-stage
deliveries of student
accommodation, has
received six awards for
its environmentally
sustainable features.

Green is what we do; from
planning and sourcing, to
building and managing, we
include it at every stage of our
operation across our entire
global reach. It is at the heart
of our business.
We are strongly committed to
reducing the environmental
impact of our properties
and we are experienced in
delivering solutions including:
> Grey water recycling
> Rainwater harvesting
> Thermal mass construction
> Cross ventilation (minimising
the need for air conditioning
systems)
> Solar boosted hot water
systems and photovoltaics
> Long life, low maintenance
recyclable finishes
> Natural lighting and low
energy fixtures
> Combined heat and power
solutions
With the development of
new properties, sustainable
practice is considered at
the outset, for example the
size/position of windows
to maximise daylight and
minimise energy consumption.
When refurbishing properties,
even small changes can have
a significant impact: installing
high-efficiency showerheads
and cisterns and increasing
recycling facilities make an
environmental difference.
Most importantly, we believe,
our residents need to share
in the green. We encourage
recycling and organise annual
‘Don’t Dump’ campaigns
inviting residents to drop
off any unused textiles,
non-perishable food etc., for
donation to local charities, we
encourage cycling schemes
and we set up village-wide
competitions to monitor
energy usage.
All in all, we are keen on green,
worldwide.
The build of the University
of Canberra Student
Village achieved a 5 star
basix (energy efficiency)
rating through the inclusion
of a complete range of
environmentally-friendly
technologies and systems –
both lean and green.

made to mea

sure
We are flexible; we know
that one size does not fit all
and so we offer a bespoke
service designed around each
university’s unique situation.
Our ultimate aim is to provide
student-led accommodation
that will help universities to
attract and retain students in
one of several ways:
> Developing new
accommodation: we build
and manage a new student
village with university
involvement at every step of
the way.
> BOOT schemes (Build,
own, operate, transfer): we
provide the finance, build
and manage a new student
village with university
involvement throughout the
agreed term.
> Management contracts or
operator agreements: we
manage university-owned
student accommodation,
adding our unique live, learn
and grow ethos.
> Acquiring new assets: we
work with the university to
acquire new assets, design
them around students, and
manage them in consultation
with the university.
> Entering long-term lease
options on land and/or
buildings: we lease from
a university but continue
to work with them to
provide the student village
experience.
> Finding on or off-balance
sheet solutions: each
university is different; we
work together to find a
solution that works for all.
> Refurbishments: we use
our knowledge of student
living to enhance existing
accommodation and provide
an all round experience.
> Project management: with
global project management
experience we work with
universities on single or
ongoing projects.

made to measure
Developing new
accommodation or
refurbishing existing stock
means creating a team whose
joint knowledge and strong
partnership is key. During the
entire process, joint reviews
are held regularly between
CLV, contractors and the
university estates and capital
projects teams. We know our
responsibilities and we ensure
that all contractors know
theirs; from Health & Safety
to Service Level Agreements,
there are no grey areas.
At Campus Living Villages,
we know about operations.
We operate in 50 universities
worldwide and provide strong
local leadership teams that
seamlessly integrate with the
university’s own operational
staff to provide students
with a safe, sociable homefrom-home.
Our aim is never
to take over or to advertise
our business; students should
assume that they are living in
university accommodation.
Campus Living Villages have
a wide variety of agreements
with universities around the
world, drawn up to suit both
parties and lasting for many
years. It is important therefore
that we have open and honest
communication from the
outset.

“The University has been extremely
satisfied with the partnership.
CLV has an open and transparent
approach and has worked very hard
to understand the University’s needs
and those of its students such that
its services are seamlessly integrated
with those of the University.”
Deputy Vice Chancellor (Resources), University of Bedfordshire

made to measure

We tailor-make our operational
packages. We know that some
of what we offer, universities do
as well themselves , so we can
integrate our services into a
university’s existing operations.
We therefore offer options:
> Operations and management
> Facilities management
> Asset and risk management
> Construction and
development, including
refurbishments
> Finance, budgeting and
administration
> Human resources and legal
expertise
> Compliance
> Residential life programming
> Sales and marketing
> Information Technology
and Resident Management
Systems
> Business planning and
strategy development
> Customer service
Once options and operations
are agreed, continual dialogue
with our university partners
is essential. A typical regime
of formal and informal
relationships with university
partners is outlined opposite
and would allow all parties to
share best practice, compare
notes and discuss operations
to ensure the smooth running
of the student village:
Student Village
Advisory Board
Student Welfare and
Security review
FM and Technical Services
Accommodation Operations
Students’ Union
Conference Co-ordination
We believe in innovation
and know that this key
strength sets Campus Living
Villages apart from other
accommodation providers. As
an example of this innovation,
we have established a UK
Advisory Board.
Chaired by a senior university
professional with over 35
years in the field, our Advisory
Board’s aim is to listen,
interpret and draw on the
experience of members to
further develop our services
and deliver on the objectives
of our university partnerships.
The board meets quarterly and
invites university colleagues
to attend to discuss matters
affecting the sector.
Partnership working teamed
with innovation: a powerful
combination.

our
teams
work

“Only through investment in the
development of our people will
we be able to fully capture the
opportunities available to us to be
the leading practitioner in the sector
and to build a sustainable business”.
Rick Browning, Global Director, Human Resources, Campus Living Villages
Teamwork is key. To achieve
and maintain our current
level of customer service
across our student villages,
we understand that our staff
should feel valued and be
recognised for the work that
they do and for the potential
that they have.
In a recent resident survey at
University of Salford Student
Village, customer service was
ranked as one of CLV UK’s
top strengths with 86% of
respondents rating Village staff
as approachable and good at
keeping them well informed
about all activities going on.
We place huge importance on
our staff and their development.
A recent employee survey
showed that 91.38% of staff
knew how much their work
directly contributed to the
overall success of their team
and CLV. We must be doing
something right.

our teams work
Every new member of the
Campus Living Villages team
undertakes an induction
programme; the start of
their own ongoing personal
development. We recognise
that training and development
not only allow staff to work
towards their potential and
to grow with us, but also
assure university partners,
residents, parents and all
other stakeholders of the best
customer service.
Staff receive both internal
and external training through
a Continuing Education and
Professional Development
Policy. We have also worked
closely with Development
Dimensions International
(DDI) to develop a list of core
competencies that define
each role within our business.
All team members take part in
an annual training programme
focusing on customer service,
leadership, teamwork and
personal empowerment – a
teambuilding event that also
provides an opportunity for our
teams to share best practice
with other campus colleagues.
As part of our continuing
improvement, CLV UK run a
Hothouse Committee chaired
by our teams on the ground,
with members from all villages
sitting on the committee. The
committee was established to
innovate, generate new ideas
and ensure that CLV stays at the
forefront of student experience,
products and services.
We are also proud of our recent
ISO 9001 Quality Management
award – another qualification
of our commitment to
organisational excellence.

our teams work
Working in partnership with
universities towards a worldclass
living experience for
residents often means the
transferral of staff. We have
wide experience in managing
the transfer of TUPE staff and,
with early communication and
involvement of staff members,
the move is seamless.
In 2011 CLV UK launched its
V-Star employee recognition
programme. The V-Star
Employee of the Year is awarded
to the member of staff that
has delivered over-and-above
customer service. The first
recipient of the award joined
CLV UK through a TUPE process
after 10 years’ experience of
working with the university
accommodation department.
The recipient was recognised
for personal development as
well as the development that
he had invested in his own
team. Recognition is a key
factor in staff retention and,
at Campus Living Villages we
provide opportunities and
encouragement for our staff to
grow with us.

Recognition is a key factor
in staff retention and, at
Campus Living Villages we
provide opportunities and
encouragement for our staff
to grow with us.

studentcentric
focus

Wherever they study, students’
concerns, especially those
leaving home for the first time,
have traditionally involved
money and friends: having
enough of both. Socialising and
meeting new people as well as
having the finances to do so
can have a positive effect on
students’ university experience
so we have introduced
v plus. The v plus scheme gives
members free or discounted
access to events and activities
as well as free merchandise.
We work with universities to
decide on activities and events
and discounts that can be
offered and promoted to
v plus members.
For a small fee per year, we
ensure that membership of
v plus gives students
worthwhile savings on trips
and events, encouraging them
to get involved in activities –
we also offer a free hoodie and
a keyring that gets members
discounted entry to venues
and savings with our partner
retailers.
Saving money and making
friends: v plus is one way that
we encourage Village residents
to do both.

student-centric focus
“… it gave me a real insight into turning
a typical simple student meal into
something new and original. And all that
on a low budget”
Helen Page, University of Salford.
Our residential life and v plus
team work with universities
to align social events and
activities that encourage
friendships to form and allow
students to become confident
and independent.
Live: Our student villages all
have communal facilities such
as gyms and games areas built
in to encourage involvement.
Our residential life and
v plus teams organise movie
nights, trips and sporting
competitions alongside
our university partners. We
believe that the design of our
residences together with our
welcoming staff ensure that no
one will be left behind.
Learn: Perfect by design.
Our student villages all have
private study rooms and
areas where groups can study
together alongside access
to academic information and
financial advice.
Grow: Our ‘survival guide’
is essential reading for all
residents and, encouraging
independence, we provide
support for students to
develop life skills. For
example, we commissioned
2011 Masterchef Winner, Tim
Anderson to give students tips
on how to cook a tasty meal
from simple storecupboard
items in village communal
kitchens. Responsibility for
keeping their own apartments
clean and for recycling
rests with residents and we
ensure that this is explained,
understood and encouraged.
We work closely with our
partner universities’ student
support teams and provide a
signposting service to ensure
that all residents receive the
support and advice that they
need, especially when facing
difficulties or challenges.

student-centric focus
A whole student experience
is what we believe in. We offer
residents who are active
committee members and
therefore involved in the
community, access to our Link
programme (Lead, Initiate,
Network, Knowledge). Link
comprises DDI training modules
in areas such as effective
communication, teamwork
and leadership skills. Link also
features personal development
workshops, a formal workplace
reference and opportunities for
work experience with CLV.
We support students’ projects
and initiatives by:
> Providing avenues to support
research projects
> Offering staff for interview
or presentation purposes
> Offering use of facilities
for filming/media/
communications projects
> Offering members of the
accommodation team to
support university mentoring
programmes.
Buildings, staff, activities and
events, support in study and
employment – all designed
around and work for our
residents to help them live,
learn and grow.

Tilly Holton, Interior
Architecture and Design
student at the University of
Bedfordshire has attended
workshops with CLV
architects for real student
accommodation projects and
has been asked to support CLV
on the development of the
futureproofed student desk.
Joe Chambers, Media
Production student at the
University of Salford was
commissioned to produce a
promotional video for Salford
Student Village. Joe has since
gone on to present children’s
TV programmes for the BBC.

esponsibl
communiti

e
es
Providing support is something
that we do throughout our
operations. Support to
residents and their parents,
support to staff and support
to our university partners and
other stakeholders.
Recognising that our support
can extend even further,
we have established CLV
Communities, a not-for-profit
entity to offer support to the
heart of the communities
in which we are based and,
through our university village
network of partners, residents
and staff, we provide financial,
fundraising and volunteer
support to a range of local
and national charities. CLV
is supporting the following
charities:
> National Youth Theatre
> Royal Manchester Children’s
Hospital
> Friends of Bright Eyes
CLV Communities also
operates an accommodation
bursary scheme for residents
in CLV UK villages who are
facing financial difficulties.
We offer support to remove
barriers to complete higher
education where possible.
The welfare of our staff is also
important to us and, as such,
we support schemes around
the world and provide targets
to encourage our staff to be as
active as possible. Walking and
taking stairs instead of lifts
are things that we encourage
and we provide pedometers to
our teams for them to monitor
progress.
All total student experience
with all round support for all.

this is us
Gary Clarke Sean McKeown Joanne Sexton Nadine Lee Robert Moyle Hugh Griffiths
The Campus Living Villages
UK team works closely with
colleagues across the globe to
share information, initiatives
and to constantly review best
practice. We all benefit from
each other’s experience and
grow and develop the entire
business accordingly. Meet our
UK team:
Gary Clarke, Chief Executive
Officer: Gary established
our UK office in 2008 and is
responsible for the strategic
leadership and management
of CLV UK. With extensive
international experience
in public sector financing,
Gary spent 23 years in the
investment banking sector
before joining CLV.
Sean McKeown, Commercial
Director: A qualified lawyer
in Australia with over 12 years’
experience in property, banking,
construction, commercial and
corporate law, Sean has a key
role in agreements with our
partner universities. Sean led
the University of Bedfordshire
Student Village project.
Joanne Sexton, Head of
Finance: Joanne is a qualified
chartered management
accountant with extensive
international experience that
includes infrastructure fund
management. Joanne is actively
involved in the management of
the UK business at both village
and corporate levels.
Nadine Lee, Marketing
Director: Nadine brings
extensive marketing and
communications experience
to CLV UK in the training and
education sector having worked
for the National Apprenticeship
Service and the Learning and
Skills Council. Nadine works
closely with our partner
universities and
village teams.
Robert Moyle, Chief Operating
Officer: Rob joined CLV in
2007 as General Manager at
University of Canberra Village.
Rob has 20 years’ experience as
a senior Operational Manager
in hospitality and, in addition to
COO, Rob is also responsible for
HR and talent management.
Hugh Griffiths, Development
Manager: A chartered project
manager and member of RICS
with over six years’ experience
in the construction and
development industry, Hugh
is responsible for ensuring
that CLV developments are
delivered within budget and to
the required level of quality.
Jan Wilman, Project Director:
Jan leads the development of
CLV’s management services.
She has extensive experience
in the university sector and was
formerly Director of Student
Experience at Aston University.
Prior to this Jan held the posts of
Director of Service Development
and Commercial Services at the
University of Salford.

contact us
to find out more
visit
email
campuslivingvillages.com
info@clvuk.com
tel +44 20 7036 8444
@clv_uk
Campus Living Villages UK
Woolyard, 56 Bermondsey Street
London SE1 3UD
United Kingdom